906 – Mapping Your Resident Journey to Better Serve Your Community

Using real-life Parks and Recreation personas, this session will dive into Customer Journey Mapping: the why, the how and (most importantly!) the what-to-avoid. Customer journey mapping helps organizations step into their resident’s shoes and see themselves from the resident's perspective. By creating empathy maps based on your resident personas, you can better spot pain points and opportunities to improve not only their experience with your organization but also their overall satisfaction. The goal of an optimized Customer Journey is to increase subscriptions, community engagement and help you build the best relationships with your citizens – a must for any organization!
Learning Outcomes: Participants will be able to:
- Learn how to understand their residents and their interests, motivators and communication preferences.
- Learn how to categorize their organization's offerings in alignment with their resident personas and how to identify new opportunities to connect, engage and attract residents to their facilities.